Head of Customer Support

4 weeks ago

Austin, Texas, United States Really Communications, Inc. Full time
Job Overview

We are seeking a highly skilled and experienced Customer Support Director to lead our support team at Really Communications, Inc. This is a key role responsible for driving team performance, developing support strategies, and fostering a customer-first culture within our rapidly growing organization.

Key Responsibilities:

  • Drive Operational Excellence: Oversee day-to-day support operations, ensuring that the team meets and exceeds key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, and more.
  • Lead, Inspire, and Develop: Manage and mentor a team of customer support specialists, providing guidance and support to help them deliver the best possible customer experiences. Drive a high-performance culture by setting clear expectations, providing regular feedback, and creating growth opportunities within the team.
  • Strategic Process Improvement: Identify, design, and implement processes and policies to improve support efficiency and the overall customer experience. Use data-driven insights to refine and enhance workflows and tools, focusing on reducing friction points for customers.
  • Handle Escalations: Act as the point of contact for complex or escalated customer issues, ensuring timely and effective resolutions that align with our commitment to customer satisfaction.
  • Cross-Functional Collaboration: Partner with cross-functional teams, including Product, Marketing, and Engineering, to advocate for the customer and drive product improvements based on feedback and support interactions.
  • Training & Development: Develop and maintain training programs to ensure support specialists are equipped with up-to-date product knowledge, technical skills, and best practices in customer service.
  • Performance Analytics: Leverage support metrics and data to measure team performance, identify trends, and make data-informed decisions to enhance service quality and efficiency.

Requirements:

  • Experience: 5+ years of experience managing a customer support team, preferably in a high-growth, technology-focused environment.
  • Leadership: Proven track record of building and leading high-performing support teams, with a focus on coaching, development, and team engagement.
  • Customer-Centric Mindset: A passion for delivering outstanding customer support, with a deep understanding of what drives customer satisfaction and loyalty.
  • Data-Driven: Strong analytical skills with the ability to interpret data and translate it into actionable strategies for improving team performance and customer experience.
  • Problem-Solver: Comfortable handling escalations, making critical decisions quickly, and finding creative solutions to complex problems independently.
  • Communication: Exceptional verbal and written communication skills, with an ability to articulate technical issues to both customers and internal teams effectively.
  • Tech-Savvy: Familiarity with customer support software, CRM tools, and an aptitude for learning new technologies.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for career growth and development within a dynamic and innovative company.
  • A supportive and inclusive work environment that values diversity.
  • The chance to be part of a revolutionary mission to change the way the world connects.

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